What should I do if I have a complaint?
If you have any complaints about the service provided to you, you should take the following steps.
Contact us and tell us about your complaint.
If your adviser has not satisfactorily resolved your complaint within 3 days, please contact our Complaint Resolutions team at the following address:
Complaint Resolutions Manager
Godfrey Pembroke Limited
PO Box 1086
NORTH SYDNEY NSW 2059
Please mark the envelope “Notice of Complaint”.
If you still feel your issue hasn’t been resolved to your satisfaction, then you can escalate your privacy concerns to:
Australian Financial Complaints Authority (AFCA)* – if lodging on or after 1 November 2018
- Website: afca.org.au
- Email: firstname.lastname@example.org
- Telephone: 1800 931 678 (free call)
- In writing to: Australian Financial Complaints Authority GPO Box 3, Melbourne VIC 3001
*The Australian Financial Complaints Authority or ‘AFCA’ is a new external dispute resolution (EDR) scheme to deal with complaints from consumers in the financial system.
AFCA replaces the three existing EDR schemes of the Financial Ombudsman Service (FOS), the Credit and Investments Ombudsman (CIO) and Superannuation Complaints Tribunal (SCT) so that consumers have access to a single EDR scheme.